Customer Advocacy Specialist

Job Summary

Providing high-level issue resolution for escalated customer concerns, the hybrid Customer Advocacy Specialist will manage communications on behalf of executive leadership, conduct root cause analyses, and interact with various leadership levels to enhance customer experiences.

Key responsibilities

• Respond to escalated customer issues via email and phone on behalf of the CEO and other executives
• Conduct root cause analysis and provide insights on trends affecting customer satisfaction
• Collaborate with Legal and PR teams on high-risk cases and communicate through multiple channels

Required qualifications

• High School Diploma or Equivalent; Associate/Bachelor's degree preferred
• Three to five years of customer service experience in a contact center environment
• Experience interacting with Senior Leadership and Customer Advocacy groups
• Expert proficiency with CRM and case management systems
• Exceptional business acumen and de-escalation skills